SHAWN E. TRIVETT

**** ************* ****. *** *** Gaithersburg, MD 20878

adyu32@r.postjobfree.com 240-***-****

OBJECTIVE

Seasoned customer service and call center service professional seeking a long term opportunity to provide my employer and clients with an exceptional customer service experience. SUMMARY OF SKILLS

• Experience with fast paced call center environments with high call volumes.

• Extensive experience with Customer Service and Call Center clients ranging from private, not-for-profit, small business, educational, and state contractsh.

• Extensive experience with Healthcare roles, Unemployment, Recruiting, and Survey Telephone Research center call roles.

• Well-rounded customer support experience, including handling customer related complaints and informational requests.

• Well trained in customer de-escalation techniques such as active listening, remaining calm, understanding clients, demonstrating empathy, encouraging the client, and providing support to find solutions together.

• Strong inbound and outbound call and customer service experience.

• Strong verbal and written communication skills.

• Strong and efficient problem solving skills.

• Experience with Google Suite, Microsoft Applications such as Teams & Outlook, Jira, Slack.

• Strong Organization Skills: My virtual work office and desk are free of clutter and organized at ALL times.

• Grants Research & Funding Volunteer 2022- Present EXPERIENCE

Blood Donor Recruiter (Part-time)

Blood DonorLogix

February 2023- Present Virtual

• Work with specialize software to recruit more leads one for blood donor donation

• Maintain an update donor registration database case records for short term and long term scheduling for mobile and facility donation centers

• Manage a large number of inbound calls daily in very fast paced environment

• Maintain updated knowledge of blood donation records and donation center requirements and/or deferrals

Customer Service Agent

Alorica, Inc.

May 2020-October 2022 Virtual

• Specialized in Healthcare, Unemployment, Various Projects & Contracts.

• Experience assisting clients with general state medicaid and medicare health care inquiries

• Experience checking for prior authorizations and making sure that clients medications are filled

• Assist clients who request DME Durable Medical Equipment

• Experience entering, managing, and making corrections to Unemployment claims

• Resolve claimant questions and concerns regarding unemployment claims

• Manage a high volume of inbound calls and customer service requests for all projects

• Perform outbound calls for client as necessary

• Maintain and update claimant information in several internal database systems

• Resolve and de-escalate client issues

• Track client-related information for auditing and reporting

• Provide call and case summary reports on phone calls.

• Review unemployment claims and run preliminary scan for required information

• Contact claimant and employer by phone for additional information

• General Customer Service Call Center & Customer Service Call Main Frame User Tiers1-3

• Also Trained in Customer Service Mainframe (Claims Corrections Unit)

• Trained and answered questions as a Subject Matter Expert and assisted with Trainings Telephone Survey Interviewer (As needed)

G1 Research

2020 Virtual

• Make outbound calls using online calling and survey system

• Read questions exactly as listed with no deviation

• Ask probing questions exactly as presented on the survey

• Conduct survey with respondents and record responses accurately following survey prompts

• Complete survey within the allotted time

Customer Service and Sales Representative

Webuyanycar.com

2019 Silver Spring & Rockville, MD

• Contact customers to identify needs using the company selling process

• Build rapport with customers to build a referral network and prospect system

• Meet daily cold calling phone and email goals

• Prepare vehicle for evaluation and assessment

• Evaluate vehicle for resale value in collaboration with pricing team

• Negotiate vehicle resale value with customer

• Assist customer with the selling process and prepare documentation

• Meet weekly and monthly purchase quotas

• Ensure a high level customer experience

• Perform additional duties as required

Retail Sales Associate

Adcomm Digitel (Sprint)

2017-2019 Rockville, MD

• Provide quality support and customer service and meet the daily needs of a highly competitive sales environment

• Drive product sales and services to achieve sales goals

• Inspire customer loyalty by providing a reliable, prompt, and customized sales and post sale experience

• Answer all customer inquires and promptly address and resolve customer concerns

• Remain up-to-date with trainings. Remain knowledgeable about products, services, promotions and policies

Sales Associate

General Nutrition Centers

2016-2017 Damascus, MD

• Set-up manufacturer displays to help sell more health products

• Continue to develop an extensive network of repeat customers for a variety of supplements

• Use free time to establish a network of health clubs and businesses that bought supplements

• Often asked to explain supplements to customers and recommend safe dosages

• Assist customers with accessing the Internet website for GNC specific account and pro-access account questions

• Continue to expand our local network of repeat health related professionals that generated significant and consistent revenue

• Work on the sales floor helping customers to understand the supplements and drive more revenue

• Assist the store manager with maintaining product inventory levels VOLUNTEER ROLES

Jr.Grants Research & Funding Volunteer

2020- Present Virtual

• Document and verify grant applicant eligibility requirements online and by phone

• Work with specialized database and MS excel spreadsheet to document and update applicant eligibility requirements and matching program requirements

• Maintain an update electronic and current records for client contact and Quickbooks entries

• Research grants for funding and administrative causes to providing funding for various client programs, needs, and applications

• Maintain and coordinate archives of current and previous updated grants EDUCATION

Dowell J Howard Vocational School – Winchester, VA – 2007 Atholton High School —Columbia, MD —1995

AWARDS AND ACKNOWLEDGEMENTS

Alorica; Employee of the month award 2020, 2021, 2022

Alorica; Also was appointed as(SME) Subject Matter Expert

Alorica; Also assisted in new employee transitioning to acclamation

Alorica; Top Performer Award 2020, 2021, 2022

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